OverviewThe Manager, Client Support leads a global team of Client Support Analysts and/or Client Support Engineers responsible for delivering high-quality frontline and advanced support experiences to Origami clients. This role ensures consistent, timely, and effective resolution of client inquiries while creating a culture of accountability, technical excellence, and continuous improvement.The Manager may oversee either a Level 1 Support team or a Level 2 Support team. Leadership focus, coaching approach, performance expectations, and operational rigor are tailored to the technical depth, risk profile, and client impact of the team they support, while ensuring consistent support standards and client experience outcomes across the organization.The Manager, Client Support is accountable for day-to-day support operations, people leadership, escalation integrity, incident oversight, and cross-functional collaboration. This role leverages data, client insights, and team feedback to improve workflows, strengthen documentation and enablement, and influence scalable solutions across Product, Engineering, Platform Support, and Client Success.Starting base pay for this role is between $128,000 and $160,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).ResponsibilitiesTeam Leadership & DevelopmentLeads, mentors, and develops a global team of Client Support Analysts and/or Client Support Engineers on a Level 1 or Level 2 teamOversees hiring, onboarding, and ongoing training to build strong technical, communication, and client service capabilitiesConducts regular 1:1s, performance reviews, skill assessments, and career development conversationsIf overseeing Level 1 team: Coaches team members on structured troubleshooting, documentation quality, escalation remediation, and effective client communicationIf overseeing Level 2 team: Coaches team members on advanced technical investigation, defect validation, incident leadership, and cross-functional technical collaboration.Creates a high-performance, client-focused culture rooted in collaboration, accountability, and continuous learning.Promotes professional development and internal mobility within the Client Support career family.Support Operations & Performance ManagementOversees daily support workflows for assigned teams and queues, ensuring cases are triaged, progressed, and resolved according to defined performance expectations and operating models.Ensures the Client Support team meets standards for case hygiene, documentation completeness, incident qualification, and escalation readinessIf overseeing Level 2 team: Ensures the team meets standards for advanced troubleshooting rigor, defect flagging, root cause validation, and Platform Support handoff readinessMonitors SLA performance, backlog health, CSAT, time-to-resolution, and escalation volume using team-appropriate success measuresUses trend analysis to optimize workload distribution, staffing, and operational efficiencyIs accountable for new or modified workflow creation and implementation into support operations to evolve case management as client and business needs growIncident ManagementServes as the accountable owner for complex or sensitive client issues within client support scope of work, ensuring appropriate technical ownership and timely decision-makingCoordinates resolution efforts across Client Support, Engineering, Platform Support, Product, and other stakeholders as neededEnsures proactive, clear communication with internal teams and clients during active investigationsLeads post-incident reviews and root cause analyses, driving follow-up actions and shared learningClient Advocacy & Knowledge ManagementChampions the voice of the client by identifying trends, recurring issues, and systemic risksEnsures team-specific knowledge bases, playbooks, and enablement resources are current and consistently usedPartners with product and technical experts to translate technical knowledge into Level 1 and Level 2-specific training materialsSurfaces actionable insights to Product, Engineering, and Client Success to drive long-term improvements to experience and the Origami productCross-functional CollaborationPartners closely with Product, Engineering, Implementation, Technical Account Management, and Client Success to resolve systemic issues and improve end-to-end client experienceCollaborates across support roles and functions to ensure smooth handoffs, clear escalation ownership, and consistent service deliveryContributes to broader initiatives that enhance support effectiveness, operational scalability, and product qualityOther ResponsibilitiesThis position requires a moderate to elevated level of security and privacy awareness. This role is responsible for ensuring their teams comply with security and privacy requirements aligned with NIST 800-53, ISO/IEC 27001, and SOC 2. It involves ensuring access is appropriately managed, data is handled securely, and team members complete required training. The role must support internal control enforcement, incident reporting, and ongoing compliance efforts.If in the Dominican Republic: This position is considered a role of enhanced trust due to its level of access to systems and sensitive information.Other duties as assigned.Ability to work as early as 7:00 a.m. or as late as 7:00 p.m. CT if management level action is requiredQualificationsBachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience5+ years of experience client-facing technical support roles within a SaaS or technology environment2+ years of people leadership experience overseeing frontline and/or advanced technical support teams, including remote or distributed teamsStrong understanding of SaaS support environments, case management systems (e.g., Salesforce Service Cloud or ServiceNow), automated case routing and support performance metricsProven ability to coach, develop, and motivate teams to maintain high service and quality standardsExperience managing escalations, incident and outage response, process improvement, and knowledge management initiativesExcellent communication, judgment, and problem-solving skillsFamiliarity with SQL, XML, JavaScript, or similar technical tools is a plusExperience supporting global or distributed teams is preferredWillingness to travel up to 10%, as neededBenefitsMedical and Dental coverage available for employees, dependents, domestic partners, and spousesPaid Time Off – Flexible options plus 10 paid company holidays where available**All full-time positions are hybrid, with many eligible to be completely remoteFully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life InsuranceGenerous family leave options—including adoption and foster care placementsPre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings AccountRetirement Savings – 401(k) with company match up to 4%Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complicationsEducation Assistance Program – to help colleagues pursue industry/role-specific certificationsWellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress managementAdditional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage**Flexible PTO not available in California or the UKWho We AreOrigami Risk delivers single-platform SaaS solutions that help organizations best navigate the complexities of risk, insurance, compliance, and safety management.Founded by industry veterans who recognized the need for risk management technology that was more configurable, intuitive, and scalable, Origami continues to add to its innovative product offerings for managing both insurable and uninsurable risk; facilitating compliance; improving safety; and helping insurers, MGAs, TPAs, and brokers provide enhanced services that drive results.A singular focus on client success underlies Origami’s approach to developing, implementing, and supporting our award-winning software solutions.
7 days ago